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Creating a Digital Patient Experience Strategy from Scratch
Session 21, February 13, 2019
Nader Mherabi, Chief Information Officer, NYU Langone Health
Caitlin Cronk, Associate Director of Digital Planning and Strategy, NYU Langone Health
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Nader Mherabi, Chief Information Officer, NYU Langone Health has no real or
apparent conflicts of interest to report.
Caitlin Cronk, Associate Director of Digital Planning and Strategy, NYU Langone
Health has no real or apparent conflicts of interest to report.
Conflict of Interest
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• Why develop a comprehensive digital patient experience strategy?
• Phase 1 – Discovery
• Phase 2 – Roadshow
• Phase 3 – Alignment
• Phase 4 – Execution
• Hear from you!
Agenda
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• Provide Learning Objective #1. – Construct a framework for a developing a comprehensive
digital patient experience that focuses on capabilities, not products, and considers the
institution as a whole while engaging a variety of departments and service lines
• Provide Learning Objective #2. – Recognize the need for robust socialization of the digital
patient experience framework with stakeholders across the institution and describe the
mechanisms by which we earned cross-departmental stakeholder buy-in to the final strategy
• Provide Learning Objective #3. - Discuss challenges associated with developing a
comprehensive digital patient experience strategy and how to successfully overcome those
challenges
Learning Objectives
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• Health system based in New York City with locations across
the five boroughs, Westchester, Putnam and Dutchess
Counties, New Jersey, Long Island and Florida
• 230 locations including 6 inpatient facilities
• 3,600+ physicians serving over 3 million patients a year
• #3 best medical school for research and #15 best hospital in
the US
• Among 9 percent of hospitals nationwide to earn a 5-star
rating for safety, quality, and patient experience from the
Centers for Medicare and Medicaid Services
• Winner of the 2018 HIMSS Davies Award for demonstrating
outstanding achievement in utilizing health information
technology to substantially improve patient outcomes and
value
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Consumers expectations have
changed and their experience in
other industries has evolved
accordingly.
Consumers want a personalized,
digital, on-demand experience.
Our regional market is competitive
and healthcare is evolving.
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What are we currently offering our patients?
To what degree is that offering a consumer-grade experience?
To what degree is that offering enterprise-wide?
Paperless registration Robust online scheduling
NYU Langone Health App + MyChart
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We surveyed other health systems and healthcare companies.
What are you offering your patients?
To what degree are those offerings a consumer-grade experience?
To what degree is that offering enterprise-wide?
Mobile Apps Telemedicine Remote Monitoring
and Tracking
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Phase 1: Discovery
What can we learn from these offerings and how can we
apply that knowledge to developing a comprehensive
PDX strategy?
• Customer service focused
• Emphasis on personalization
• Extremely user friendly
• Easy transition to an in-person experience
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What do our patients want?
What is specific about the New York area experience that we should consider?
Phase 1: Discovery
Examined MyChart usage data as
well as HCAHPS and other patient
satisfaction data
Interviewed our own patientsEngaged our patient experience
team and reviewed market research
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Understanding
demographics
Examining
institutional
data
Stakeholder
momentum
Opportunities
for scale
Determining Patient Digital Experience Priorities
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Operations
Leadership
MarketingClinical IT
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Leadership Alignment
Unified framework
Community buy-in
Cross-functional expert feedback
Enterprise IT Board
Our highest governing body for information technology
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Identified Operational Sponsors and IT Leaders to
drive design and delivery of innovative solutions
in the 5 areas
Created steering committees for each of the 5 areas
Created an IT delivery portfolio to track and manage
PDX related initiatives
Reoriented our team around ‘products’ not single-
execution projects
Engaged vendor partners to help us develop new or
optimized solutions
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Strong visionary champions
with clear objectives and deep
understanding of patient needs
Strong vendor
relationships to leverage
Enhance the patient experience
without burdening the clinician
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Telemedicine Services in more than 24 departments
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Online education and digital
communication for pregnancy journey
Pre-Procedural Preparedness
through digital transparency
Continued Success
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Continued Success
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Continually
updating our
capability map as
we think of other
ideas and learn
Always looking
ahead to scale
and expand our
roadmaps
Evolving our
development
and delivery
approach
Evolution of
products and
partners and
execution of
additional projects
Continued Success
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Audience Engagement Section
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Where do you see your organization struggling to get buy-in from
stakeholders and leadership as you develop a unique digital
patient experience?
HEARING FROM YOU!
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How can this framework apply to health systems that differ in size
and market from NYU Langone Health?
HEARING FROM YOU!
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What are some areas of your business that might be a priority for
applying the digital patient experience strategic framework?
HEARING FROM YOU!
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Are the digital patient experience tools you offer working
harmoniously with the physician experience?
HEARING FROM YOU!
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In what ways will momentum pose a challenge for your
institution?
HEARING FROM YOU!
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• Nader Mherabi, Chief Information Officer, NYU Langone Health
• Caitlin Cronk, Associate Director of Digital Planning and Strategy, NYU
Langone Health
• Please remember to complete the online session evaluation
Questions
